Creating Tickets Manually (Discover)

About Creating Tickets Manually

Qualtrics Contact Center Quality Management (CCQM) enables an accountability flow to improve representative behaviors overall with the right tools and processes in place to learn from the recorded conversations and coach on those that fail to meet a particular threshold.  In the Qualtrics’ Quality Management workflow, there are 2 scenarios for creating tickets manually:

• Manual Coaching Opportunities: Managers and coaches can create a ticket manually for an interaction that achieved the target score, but still contains coachable moments.
• Rebuttals: Representatives and managers can create a ticket manually to trigger a rebuttal when they disagree with how a particular behavior was evaluated. Rebuttals are completed in document explorer. For more information about appeals and rebuttals, see Appeals and Rebuttals.

How to Create a Ticket Manually

1. Sign into Studio.
2. Use document explorer or the feedback widget to open the document for which you wish to create a ticket.
3. Click the Create Case icon in the bottom row of the central pane.
4. Select a predefined template to use for this case.
   
   Qtip: There may be several templates to choose from when a document is scored by several rubrics or when a template is created manually. Only documents with scores will have the associated scorecard template.
5. Depending on the selected template, you may specify the ticket criteria in the Case Information section. See the linked section for more information about each possible field
6. Click Save.

Ticket Criteria

When you create a ticket manually, you may specify different ticket parameters, depending on the selected template.

1. Topic: Select a topic to route the ticket to from the menu.
   Qtip: This topic is automatically populated based on the selected template.
2. Ticket Title: Enter the title for the ticket and email notifications into the box.
   Qtip: You can reference attributes selected for Metadata by typing the attribute names inside curly brackets, for example, {Author Name}.
3. Assignee: Select a specific Studio user to whom cases will be assigned from the menu.
   Qtip: Alerts can only be assigned to users with the Activation Lead license. When you tie an alert to an organization hierarchy, the Assignee field is automatically set to Organization. This means that tickets will be assigned to users at corresponding hierarchy levels.
4. Priority: Select 1 of the following checkboxes to assign a priority to this ticket:
   • Low
   • Medium
   • High
   • Critical
5. Notes: Enter additional details that would be helpful for ticket reviewers in the Notes box.
   Qtip: You can create a handy to-do list to enumerate the actions that need to be taken before closing the ticket. See Adding a To-Do List for more information.

Adding a To-Do List

1. Click the Add to-do button below the Notes box.
   
   Qtip: Alternatively, type the following at the beginning of each To-Do item: – [ ]
2. Type what needs to be done after the square brackets.
   
   Example: – [ ] Identify what didn’t go well and why
3. If you wish, you can add an item that is done.
   Example: – [X] Make list of coaching opportunities